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Restaurant Apology Letter

When a restaurant has bad service, has a complaint about its food or experiences other customer problems, a restaurant apology letter can help to fix any ensuing problems. Restaurants thrive on their reputation, so if you have dissatisfied customers, you should do what you can to assuage the situation. You may not get a good review out of them, but at least they will have something nice to say about you after they have received your letter. Everyone appreciates receiving letters, especially when they have been wronged.

Format and Content

In your letter, you should include information about the complaint or situation. Additionally, the restaurant apology letter format should detail how you choose to fix the problem for the future, along with how you will ensure it will not happen again. The writing should be formal with a heartfelt and sincere tone. Furthermore, you should make sure it sounds personal, so that the customer knows you are sorry and care about what occurred. You may also want to include an offer or discount for the next time they visit your restaurant as a gesture of apology.


When a customer found a cockroach in his food, the manager of the restaurant made sure to write this restaurant apology letter sample. Although it did not fix the immediate problem, the customer appreciated the gesture. When he told people about the restaurant in the future, he would tell the story of the cockroach, but he always ended the story with the letter and how much he appreciated the restaurant’s manager for the gesture.

Dear Mr. Crawford,

I am very sorry for your experience at our restaurant. I cannot imagine what it must have been like to have discovered the cockroach in your food. I apologize profusely. We have never had that happened before, and we always pass our health inspections with flying colors. After your experience, I made sure to look closely at the kitchen. We also hired an exterminator to come in right away. I want to assure you we are doing everything to fix the problem you experienced and making sure it does not recur.

I know that you may never want to revisit our restaurant again, but I do hope you will reconsider. If you do, please enjoy this coupon for a complementary dessert. You can also ask for me personally if you have any further problems. We appreciate your patronage and feel so embarrassed by the incident that occurred at our restaurant.

I hope that you will accept my sincerest apology. We have taken every action possible to ensure that a cockroach will not find its way into anyone else’s food. I am just sorry that you had to experience it on your visit to our restaurant. Please let me know if there is anything else I can do for you.


Laurie James